Graduate Vacancy at Acko
General description:
Acko is hiring an experienced Quality Analyst at its New Delhi location. You will be a change agent and promote high Quality standards at all times and audit escalations, emails and voice interactions for the Contact Center.
Full details of this job are as follows:
What will you be doing:
Provide 1-1 feedback to agents and train them to consistently deliver high standards of Customer experience
Calibrate with other quality analysts regarding updates and feedback guidelines
Liaise with the operations team to identify factors affecting quality and work to improve overall floor performance.
Develop and share reports to provide you and management with conclusive information on TNA, process/product gaps, and agent improvement opportunities.
Maintain an excellent customer experience as the ultimate goal and identify areas for improvement in the process
Collaborate with other teams (technology, product, etc.) to streamline and optimize the customer experience journey at Acko
Participate and drive standard quality practices such as calibrations, PKT, QA meetings.
Qualifications for this job:
degree required.
Practical experience in coaching and training people.
Excellent communication skills (English and Hindi, written and verbal)
Analytical capacity: to identify problems/gaps in the process and find possible solutions
Excellent customer service skills and dedication to providing an exceptional customer experience
Strong organization and time management skills.
Must be able to deal effectively with people and escalation scenarios.
Must be proficient with Microsoft Office (intermediate Word and Excel)
To apply for this job, visit the official website
Disclaimer: The Recruitment Information provided above is for informational purposes only. The above Recruitment Information has been taken from the Organization’s official site. We do not provide any contracting guarantee. Recruitment must be done in accordance with the official recruitment process of the company or organization that posted the Recruitment Vacancy. We do not charge any fees for providing this job information. Neither the author nor Studycafe and its affiliates accept any responsibility for any loss or damage of any kind arising from any information in this article or for actions taken based on it.
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